Missed Call Email, Even When Answered

[Shadragon]

I've had one person today get three missed call emails on calls they successfully answered. They were queue calls and I can see them in the call log with minute and a half talk times.

Is this a bug or do I have something set-up incorrectly?

 

[JayDub]

It sounds like there is definitely something going on most likely with the settings. You should not be receiving missed call emails if calls were indeed answered.

In your particular setup, do you have calls routed as a Call Queue for sure or possibly a ring group?

 

[YiannisH_3CX]

They were queue calls and I can see them in the call log with minute and a half talk times.

If these were queue calls then he Queue agent should not be getting missed call emails for abandoned calls unless the agent was set as queue manager and the call was lost. Check the call flow and make sure that call is not routed through a ring group or another destination.

 

[Shadragon]

Morning Yiannish,

The person who got these is a queue manager and she was able to answer the calls in question and speak to the people for at least a minute and a half each. She received missed call alert emails for all three calls.

None were missed or abandoned. The calls were queue calls and not in a ring group. Thanks.

 

[YiannisH_3CX]

It could be that the user picked the calls up using *20* or by transferring the call to her extension. This will be considered by the Queue as abandoned and therefore the Queue manager would get an email if the option for this is enabled. Can you check and see if this is the case?

 

[Shadragon]

No, she does not know about *20*. She was logged into the queue and took the call on her extension when it rang there.

 

[YiannisH_3CX]

Is the email for a missed call or for a lost queue call? Depending on the answer you might need to start looking in a different place. If this was a lost queue call then you could start from the queue log.
Has this happened before or did it happen once? If you can replicate the issue then you could increase the logging level to verbose in order to see what is causing this.

 

[Shadragon]

I asked her to send me an email. it says:

Subject: Lost Queue Call XXX

Lost Call in Queue QUEUE NAME (XXX) from Caller ID XXX

(Ext and queue name removed) So it looks like the queue is not seeing the calls correctly.

 

[YiannisH_3CX]

If the user is receiving abandoned call notifications for calls that were answered when the extension was polled and not by transferring the call or picking up the call from the queue then i would recommend creating a ticket with our support department so they can look into the PBX logs and determine what could be causing this behaviour.

 

[Alan H]

I'm getting somewhat of the same issue except, I don't have email enable for missed calls, I'm looking at the Event Log and it keep saying

3CXQueueManager ID: 105
Lost Call in Queue "NAME" (2008) from Caller ID '+NUMBER' Queue: 2008 [NAME] caller: +NUMBER

and I called the queue from my Cell and spoke with one of the agents and it still showed up as Lost call in Queue.